Job Description

Royal Smart Limousine (RSL) is Dubai's premier luxury mobility brand, delivering world-class ground transportation solutions to individuals, corporates, VIPs, and government clients. Powered by cutting-edge technology, operational excellence, and a passion for service, we are redefining the luxury travel experience across the region.

As we expand our footprint in the consumer segment, we are seeking a strategic and customer-obsessed

B2C Manager

to lead our direct-to-consumer operations, drive growth, and elevate the customer journey across digital and offline channels.

Position Summary

The

B2C Manager

will own the end-to-end consumer business strategy across RSL's mobile app, website, call center, and retail counters. This hybrid leadership role combines strategic planning, customer experience management, and operational execution--with a focus on growth, retention, and premium service delivery.

Key Responsibilities

B2C Growth & Market Strategy

Design and implement RSL's direct-to-consumer growth strategy in alignment with business objectives. Drive customer acquisition, engagement, and loyalty through integrated campaigns, partnerships, and targeted promotions. Analyze market trends and competitive activity to identify new service opportunities and innovation pathways.

Customer Journey & Experience Management

Own and enhance the complete customer journey across all touchpoints--app, web, contact center, and in-person. Ensure premium, seamless experiences at every stage, resolving escalations and continuously improving satisfaction scores. Lead initiatives that elevate Net Promoter Score (NPS), customer retention, and lifetime value.

Channel & Booking Operations

Oversee daily operations across digital and retail booking platforms, ensuring readiness for peak demand, events, and seasonal spikes. Collaborate with dispatch, fleet, and chauffeur teams to deliver high-quality, on-time service. Manage resource planning and capacity to support business needs.

Campaigns, Pricing & Retention

Lead consumer campaigns, loyalty programs, and referral initiatives that drive measurable business outcomes. Implement and monitor dynamic, demand-based pricing strategies in partnership with finance. Track and optimize campaign ROI through data-driven analysis.

Technology & Platform Development

Partner with product and tech teams to improve booking platform UX/UI, performance, and feature set. Ensure integration between ERP (ODOO), CRM, and digital channels for smooth operations and reporting. Leverage dashboards and live analytics for agile decision-making.

Performance Analysis & Reporting

Monitor key KPIs: booking volumes, conversion rates, churn, customer LTV, campaign performance, and revenue contribution. Deliver regular business insights and dashboards to senior management with actionable recommendations.

Team Leadership

Lead, coach, and develop a high-performing team of digital agents, retail staff, and customer service professionals. Set KPIs, monitor progress, and drive a culture of accountability, service excellence, and continuous learning. Oversee structured onboarding, training, and skills development initiatives.

Candidate Profile

Qualifications & Experience

4-6 years' experience in B2C operations, customer experience, digital marketing, or sales, preferably in transportation, ride-hailing, hospitality, or e-commerce. Bachelor's degree in Business, Marketing, Hospitality, or related field (MBA preferred).

Technical Competencies

Strong command of CRM platforms (e.g., Zoho, Salesforce), ERP systems (ODOO), and booking/analytics tools. Data-driven, with advanced skills in Excel, Google Analytics, and reporting platforms.

Soft Skills

Fluent in English (Arabic or additional languages are an advantage). Strong leadership, communication, and cross-functional collaboration skills. Strategic thinker with a hands-on, results-oriented approach. Passion for innovation, customer experience, and operational excellence.
Job Type: Full-time

Pay: AED5,000.00 - AED8,000.00 per month